Always-Current AI Models. 100% Automated QA & Coaching.
Legacy custom speech servers fail because AI models evolve too rapidly to maintain in-house. FocalPoints.AI runs natively on AWS Generative AI and Contact Lens—delivering 100% interaction QA and in-call/post-call coaching with zero duplicate infrastructure costs.
100% Auto-QA Coverage
Replace a small supervisor sample with automated review across voice, email, and chat.
In-Call & Post-Call Coaching
Deliver both real-time mid-shift micro-coaching between calls and longitudinal post-call development insights tailored to each individual agent.
Always-Current Cloud Models
By running directly on AWS Contact Lens and Amazon Bedrock rather than static custom speech servers, FocalPoints automatically stays current as foundation models advance.
Understand what customers say and how top performers respond
FocalPoints provides clear understanding of what customers are saying and how top-performing agents are responding, leading to success across the business.
Increase Support Staff Value
- Eliminate Data Wrangling – Free up people leaders by automating analytics tasks, allowing them to focus on coaching and strategy.
- Enhance Performance Conversations – Provide real-time, relevant insights that make performance management discussions more impactful.
- Remove Remote-Work Barriers – Improve communication and collaboration for distributed teams.
- System-Driven Engagement – Leverage AI-powered automation as a frontline force multiplier.
Performance Insights & Brand Value
- Gain Deeper Performance Insights – Identify individual and group strengths while uncovering opportunities for targeted improvement.
- Ensure Fair & Objective Evaluations – Consistent, unbiased assessments across all employee groups.
- Enhance Brand Value – Deliver consistent, high-quality customer experiences, strengthening trust and loyalty.
Personalized Performance Insights
- Big Data, Individual Focus – Tailored insights for each employee, an “audience of one” approach to development.
- Guidance with Flexibility – A balance of structured coaching and personal choice.
- Managerial Clarity – A clear, data-driven view of how consistently interactions are handled across teams.
Align Agent Behaviors with Business Success
- Connect Actions to Outcomes – Bridge the gap between agent behaviors and business results.
- Identify What Works (and What Doesn’t) – Clear visibility into the actions that drive efficiency and CX.
- Accurate 12-Month KPI & Capacity Forecasting – Predict and project KPI goals and staffing needs with precision.
Simulate 100% Auto-QA Coverage & Reclaimed Hours
Manual QA usually reviews only a small sample of calls, so most interactions go uninspected. Drag the sliders to model your contact center.
Estimate only. Actual results vary.
Assumption: $1,728 annual QA & ACW value per agent.
Fewer critical quality errors
with 100% automated AI speech analytics and targeted supervisor coaching.
When supervisors listen to only a small sample of calls, most customer risk goes unseen, and coaching arrives late. FocalPoints.AI inspects 100% of interactions automatically and flags the exact moments that need human coaching.
The original FocalPoints vision, now running natively on AWS
Instead of maintaining expensive custom speech servers that fall behind every new LLM release, FocalPoints builds directly on native cloud analytics—starting with Amazon Connect Contact Lens and Bedrock—and presents the insights in ways coaches and leaders can act on immediately.
- 100% Automated QA across every voice, chat, and email interaction
- In-call and post-call coaching tied to real customer conversations
- Model-agnostic & serverless, without a separate legacy compute bill
Seamless Integration, No Matter Your Platform
Not using EngageHQ? No problem! We can connect via API or securely stream your call data from Amazon S3 or SFTP directly into FocalPoints.AI.
Plus, with direct integrations to AWS, Amazon Athena, Power BI, Salesforce, Tableau, and Twilio, your insights are always where you need them.
Running on Google Cloud or a custom stack? We ingest interaction data via serverless APIs or secure file transfer too.